LiveChat Review - why 2.8 stars?

Shlomi Lavi / updated: Feb 26, 2022

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What is LiveChat?

LiveChat is a help desk software solution that provides real time interaction with customers. The software was designed by LiveChat, Inc., headquartered in North Carolina, United States. It offers crucial customer support tools and applications along with real time solutions to the customer problems.

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Who is it best for?

LiveChat is flexible enough to meet the needs of any business regardless of the size and type. It has been deployed in a wide range of industries including education, entertainment, finance, retail, service, media, information technology and others.

If you are looking for a lightweight and integrated customer support solution that provides real time interaction with customers round the clock, LiveChat is the software for you. Wide range of small and big businesses benefit from the useful features of LiveChat.

Some major clients of the software include Samsung, Better Business Bureau, Orange Telecom, Kaspersky Lab, and Air Asia.

Main features and functionalities

The software offers crucial customer support services along with reasonable customization and integration capabilities. The advantage of real time interaction is that most of the customer problems are resolved during the chat and you don’t need to spend any more time on them. At the end of every chat session, your customers can give the feedback which you can use to further improve the service.

Core functionality of the software includes such features as customer survey, email integration, incident and problem management, knowledge base, mobile integration, and reporting. Multi-site support is also available, in addition to support for more than a dozen major languages.

For report creation and manipulation, LiveChat offers customization of fields, fonts, backgrounds, button images, and templates. Additional support features include webinars, white papers, video tutorials, online self service, help desk, forums, and system upgrades.

What is the actual cost?

The cost of license starts at $16 per agent/month. ITQlick pricing score is 2 out of 10 (10 is most expensive). Access ITQlick pricing guide for LiveChat.

Pros

• The software offers API as well as CRM integration which increase its functional capabilities.
• The software supports 17 major languages which make it very useful for big business enterprises.
• You can customize various parameters of reports such as backgrounds, images, templates etc.
• LiveChat offers a wide range of customer support channels including white papers, webinars, mailing lists, forums etc.
• Multi-site support of the software makes it suitable for businesses with multiple branches.

Cons

• The management features of the software do not include asset management and contract management.
• There is no active directory synchronization available on LiveChat.
• The software does not provide integration with legacy systems.
• Important customer support features of scheduling, self service portal, and service level agreements are not available on the software.
• There is no application for billing & invoicing on the software.

How it stacks up?

Access a head to head analysis of LiveChat vs alternative software solutions.

Frequently Asked Questions (FAQs)